Mary Chavez
Moore,OK
Summary
Dedicated customer service professional with a strong background in problem resolution and active listening. Proven ability to enhance customer satisfaction and loyalty through empathetic interactions and critical thinking.
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
26
26
years of professional experience
Work History
Customer Service Representative
Quality Building
Norman, OK
11.2014 - Current
- Analyzed customer interactions to identify trends and recommend process improvements.
- Facilitated cross-departmental collaboration to enhance overall customer experience strategies.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Account Specialist
Coastal Credit L.L.C.
Moore,ok
02.2011 - 11.2014
- Managed client accounts, ensuring timely resolution of inquiries and issues.
- Coordinated account reviews to enhance customer satisfaction and retention strategies.
- Analyzed account performance metrics to identify opportunities for service improvement.
- Developed and implemented streamlined processes for account management workflows.
- Achieved high levels of client satisfaction through timely resolution of billing disputes or other account-related concerns.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
Customer Service Representative
Converges
Moore,Ok
03.2000 - 08.2010
- Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
- Processed orders and returns accurately, maintaining consistency in service delivery.
- Trained new team members on customer service protocols and company policies.
- Implemented feedback mechanisms to improve service quality and response times.
- Developed training materials for staff, streamlining onboarding procedures for new hires.
- Led initiatives to reduce complaint resolution times, improving team performance metrics.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
Education
High School Diploma -
Bethel High School
Bethel ,ok05.1982
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Payment processing
- Call center operations
- Microsoft outlook
- Paperwork processing
- Order processing
- Administrative support
- De-escalation techniques
- Technical support
Accomplishments
- Customer Relations - Achieved the highest ratings for customer satisfaction across the entire company.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Supervised team of 35 staff members
Timeline
Customer Service Representative
Quality Building
11.2014 - Current
Account Specialist
Coastal Credit L.L.C.
02.2011 - 11.2014
Customer Service Representative
Converges
03.2000 - 08.2010
High School Diploma -
Bethel High School